Alorica has just announced a strategic partnership with Automation Anywhere, an intelligent automation platform, to integrate its advanced GenAI-powered capabilities. Alorica aims to seamlessly blend its customer-centric approach, creating a powerful alliance dedicated to enhancing efficiency, personalization, simplicity, and customer satisfaction simultaneously.
Alorica IQ, the company's digital foundry, focuses on delivering outcome-based solutions that identify and address customer pain points, transforming the customer journey through advanced Customer Experience Management (CXM) services.
"Alorica IQ’s mission is to apply technology to push the boundaries of what's possible now, so that it becomes the CX gold standard in the future. Partnering with Automation Anywhere furthers our relentless commitment to set a new benchmark in customer service. This is a huge step toward advancing our business transformation strategy for clients, enabling brands to win more effectively with their customers with less effort in the long run. Our vision is to expand the adoption of our GenAI solutions across the CXM industry to significantly increase CX employee satisfaction while gaining customer trust and loyalty,”said Harry Folloder, Chief Digital Officer, Alorica.
Automation Anywhere will play a pivotal role in supporting thousands of Alorica employees, enabling them to deliver outstanding results for global clients in diverse industries like retail, logistics, banking, and healthcare. Empowered by Automation Anywhere's Intelligent Automation platform, Alorica aims to streamline processes, ensure quicker response times, and deliver personalized interactions across various channels to elevate the overall customer experience.
This partnership facilitates the implementation of human-in-the-loop Intelligent Automation solutions, especially in complex contact center scenarios that can benefit from GenAI. These include advanced image recognition, complex quote generation, or managing multiple intents in a conversational AI model with end-user customers. Moreover, Alorica IQ and Automation Anywhere have established a dedicated taskforce for collaborative go-to-market efforts, leveraging their combined expertise to offer tailored automation solutions that meet the unique needs of shared customers, paving the way for future-ready GenAI-powered service offerings.
“Our partnership gives Alorica the power of our Intelligent Automation platform to reimagine the future of customer service and contact center experiences. Our collaboration empowers Alorica to deploy next-generation CX solutions for companies, leveraging GenAI to significantly enhance customer experiences for Alorica’s clients and their end-user customers,” said Mihir Shukla, CEO and Co-Founder, Automation Anywhere.
